Senior CX Systems Administrator to join our team. This is a hybrid opportunity based in our Waltham, MA office.
Job SummaryThe Senior CX Systems Administrator will drive system strategy, administration, and optimization across Customer Experience systems. This role will design, implement, and manage Gainsight functionality to support scalable and data-driven Customer Success (CS), Managed Services (MS), and Renewal team system operations. This role blends platform administration with operational strategy, cross-functional alignment, and business impact measurement.
Duties and Responsibilities- Drive end-to-end administration of Gainsight, including configuration, rule building, health score modeling, and journey orchestration.
- Support Renewals and CS teams with building and maintaining Gong dashboards and workflows.
- Maintain data integrity and manage integrations between Gainsight, Salesforce, and other internal systems.
- Design and optimize Customer Success programs (onboarding, renewals, risk mitigation) using Gainsight Playbooks and Journey Orchestrator
- Develop and maintain dashboards, reports, and KPIs to drive insights into customer health and engagement.
- Work directly with end users and management to gather requirements and develop solutions.
- Collaborate with cross-functional teams (CX, Product, RevOps) to support strategic initiatives and enhance Gainsight adoption.
- Lead system enhancement projects and ensure effective change management through training, documentation, and stakeholder communication.
- Other duties as assigned and required.
Required Qualifications- 5+ years of experience in Gainsight administration with a proven track record of building strategic programs and workflows.
- 7+ years in Customer Success Operations, Business Operations, or a similar function, preferably in a B2B SaaS or enterprise software environment.
- Expert-level knowledge of Gainsight capabilities, including Rules Engine, Journey Orchestrator, Data Designer, and integrations.
- Sound knowledge of Salesforce data structures and relational systems.
- Exceptional problem-solving, communication, and cross-functional partnership skills.
- Experience managing stakeholder relationships and driving strategic CX initiatives.
Desired Qualifications- Gainsight Admin Certification (NXT Level 3 preferred).
- Experience with Clari, Certinia (FinancialForce) is a plus.
- Experience with data visualization tools (e.g., Tableau, Power BI).
- Knowledge of customer segmentation, NPS, and Voice of Customer programs.
- Exposure to CS tech stack integrations.
This position offers a total compensation range of $140,000.00 to $150,000.00 (inclusive of base salary and variable compensation, such as bonuses and incentives). In addition, more information about Imprivata's benefit offerings can be found here. This range represents the high and low end of Imprivata's compensation range for this position. Actual compensation will vary and may be above or below the range based on various factors, such as a candidate's location, skills, experience, and qualifications.
At Imprivata, we have a top-notch work environment, developmental opportunities, a competitive total rewards package, and the desire to have fun. If you have the skills and qualifications as we have described above, we want to hear from you!
#LI-Hybrid #LI-SF1
